Customers really like the live chat option. Research has shown that live chat tool has a higher satisfaction level with 73% than its peers, such as email and phone with 61% and 44% respectively. But why do consumers like it? This survey reveals several reasons:
- 79% said they liked live chat service because they got answers quickly
- 51% said that they could do multi-tasking.
- 46% considered live chat to be the most efficient communication method.
Chat is popular, but it is not easy. Supporting customers while maintaining quality seems simple, but it is much more than a simple chat. You need to understand what this live chat software is and how it works to improve overall business productivity.
And if you are planning to set up live chat tool on your website, then you have to take care of some of the qualities that your agents need to have to improve your firm.
In this post, we are going to discuss that there should be 10 properties for live chat agents to make your customers happy.
1. Domain Knowledge
This cannot be ignored. Chat agents should have complete domain knowledge, ie complete knowledge of your products before the products go live. If there is a lack of knowledge, it will soon be exposed to the customer and they may become furious, so you will lose business.
Even if you are outsourcing your chat process, you still need to train your chat agents with in-depth knowledge of your product and business.
This will boost your agents' trust for a better customer experience.
2. Communication Skills
It is one of the most important and difficult skills to acquire and master. In the case of live chat, you can't utilize your voice modulation to pass on your message. It has to be the direct and correct use of words. This is why seeing a chat agent is a major feature.
A chat agent needs to understand the need of the customer and be able to communicate it effectively for a solution or a reason. You need to remember that these agents are representatives of your company and their voice / chat shows if you take care of our customers.
3. Responsibility
Just as they need to communicate better, they should also be able to bear the responsibility. Clients face problems and solve them is not an easy task. Sometimes, you have to go beyond the pre-defined answers.
In most cases, agents will be able to handle the situation with a balanced solution that works for both the company and customers alike. Since we are all humans, we make mistakes, but the thing is that we should take responsibility for them.
If an agent is not able to solve something, then he should understand and accept it. Or if the solution to the customers' question does not fall under definitive answers, the agent should take the responsibility to direct it to the appropriate department. An agent can transfer chat in this scenario and therefore the customer query can be resolved.
This can affect the extra time or effort of the agent, but in the end, it will give the customer a better experience. A satisfied customer is always a loyal customer.
4. Multi-Tasking
It is no secret that multi-tasking increases productivity. With the help of Right Live Chat support software and multi-tasking agents, each agent can handle 4-5 clients at once.
But it is important for agents to master this skill as they require equal attention to all customers. And they cannot answer for the first customer in another's window.
The faster you can answer your customer's questions and help them find a solution, the higher will be your customer's satisfaction rate.
Suggested Read: 5 Ways To Boost Conversion Rates and Profit Using Live Chat Tool
5. Honesty
All people respect transparency. It is not only good for personal but also business. It shows your customers that you are honest. Treat yourself as a customer, would you do any business with a company you don't trust?
I think the answer is No.
The same is with your customers, they can't trust your money if they don't make you feel honest. You chat agents should be honest with customers and they should not lie.
Accepting certain details such as the person not applying the discount coupon code (which he is eligible for) can now save some, but whenever you find out, you have to lose a customer. And if an agent is honest then tells him about the code, he will retain the customer for future purchases / transactions.
6. Problem Solving Skills
The customer is coming up with a question and if he does not find a solution, then it is your problem. Your chat agent should be able to customize the situation and give answers that are not direct. Creating and using packaged answers is a great way to better engage customers and provide quick solutions in real time.
It is one thing to solve a problem while solving it efficiently is another entirely. By efficiently, I mean that while solving the problem, you are also winning with 3 other cases. The ability to adapt quickly is an important part of problem solving skills.
These difficult situations are truly an opportunity to deliver the best customer service.
7. Team Work
We can all come across unexpected difficulties and the one who saves us is: Teamwork. When you are working as a chat agent and providing customer service, you will never be alone. Whenever you have doubts about something, ask your colleagues. A good chat agent should be able to use the knowledge and experience of their peers for the benefit of the customer.
This not only helps them build a solid team, but also ensures a better customer experience.
8. Patience
Imagine that when a customer is yelling at you for everything in their life, you have only one thing: patience. If a customer is disappointed, a chat agent will have to ask him very patiently about his problem. This is the most important feature of a customer service agent.
When you understand the customer's problem, you can either give him a solution very calmly or ask him to wait while you solve it.
Just remember, a customer is disappointed, but that does not mean that he is lost. He can still continue with your firm.
9. Empathy
Empathizing with customers is as important as being patient with them. If you can speak their language and share their pain, then your customers will like. For this, a chat agent needs to see things from the customer's point of view. why is it important? This makes it easy for customers to manage and control chat time. Sympathy can be shown with simple and short statements like these:
You are right
me too.
I can definitely understand
I can see your point
Which seems difficult
10. Go To The Extra Mile
Every customer appreciates good service, but they will love the gesture that makes them feel important to their business. A chat agent who is ready to go the extra mile will often be a customer.
This may include providing free delivery to the customer or giving him a gift voucher due to some billing error as his birthday is within the same week.
This will not only make the customer feel important, but also make him happy.
Conclusion
So, when you are setting up a live chat tool on your website, do not forget to check these qualities in loyalty to your chat agents and customer.
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